Unwanted Goods

• Any unwanted goods that have been purchased within 30 days of receipt, can be returned.
• These must be unused and in their original packaging.
• Items can be returned for a refund or an exchange.
• If you are returning goods via post, please obtain proof of the postage so you have evidence they have been posted.
• All unwanted items must either be returned at your own expense or taken into your local Carpers Den store - there is a link below to see if there is a store local to you.

Please be aware that whilst every attempt is made to process a return in-store, sometimes it may not be possible. Once the goods have been returned to our Central Depot or taken in-store, we will process the return accordingly.

Incorrect/Damaged Goods

• Any incorrect orders or damaged goods must be reported to our Customer Services Team within 5 days of receipt.
• These will be replaced as soon as possible at no expense to yourself.
• A cover note detailing the returned item(s) and action required, is a necessity if you wish for it to be processed quickly and efficiently. You can use the PDF download at the bottom of the page.
• If you are returning goods via post, please obtain proof of the postage so you have evidence they have been posted.
• These goods will only be exchanged or refunded if they have not been used, worn or otherwise soiled and are in their original, undamaged packaging.

Warranty Issues

• Any items that have developed a fault and have been purchased within a 12 month period can be returned for either repair or replacement.
• Carpers Den reserve the right to return any faulty goods to the manufacturer before exchanging or refunding where necessary.
• If the manufacturer deems the fault not to be that of the product, Carpers Den reserve the right not to issue an exchange or refund

Please note, we are entirely in the hands of the manufacturer when it comes to warranty terms and conditions. We will always work as hard as we can to ensure that the outcome is the one that you, as our customer, is entirely satisfied with.

You should allow approximately 10 - 14 working days for the entire returns/repair/replacement procedure to be completed.

We are not obliged to accept returns of gift cards, books, unsealed audio or video recordings (DVD's) and fresh/freezer bait.

Complaints

If in the unlikely event that you wish to raise a dispute or complaint we advise for you to contact our friendly Customer Service Team. They will be more than happy to assist and aim to solve any issue you may have.

We endeavour to acknowledge your dispute or complaint within 2 working days and we will attempt to solve it as soon as possible. You will be provided with the name of the advisor dealing with your request as soon as they respond.

If you have any queries or concerns on any of the above then please feel free to contact our Customer Services